Job Information
GE Healthcare Senior Director CRM Strategy in Waukesha, Wisconsin
Job Description Summary
As the Sr. Director CRM Strategy within GE HealthCare's USCAN Service business, you'll hold a pivotal role in orchestrating our digital evolution. Your primary responsibility will be crafting the strategy and roadmap for digital fleet management, including the intricate migration of USCAN from Siebel CRM to ServiceMax. You'll oversee the seamless integration of downstream applications like FX, RX, OFS (Oracle Field Service), AgentX, SPX, CP Portal, IBR, SFDC, Apttus, iCenter, and MyGEHC App, ensuring they align with our business goals and amplify our operational efficiency. Leading transformative projects, you'll empower GEHC clients to not only meet but exceed their digitization targets.
Job Description
Responsibilities :
Spearhead the team and collaborate with global service and IT stakeholders to facilitate the migration of the Digital service platform from Siebel to ServiceMax.
Collaborate with USCAN stakeholders, Subject Matter Experts, and functional owners to understand existing processes.
Leverage your expertise to guide functional project management for technology transitions, ensuring minimal disruption and maximal efficiency.
Develop a comprehensive account and documentation of existing USCAN service business processes and how they are supported by current technology platforms.
Provide expertise on legacy platforms and solutions and work through functional project management for technology changes.
Identify key data elements and key CTQs for internal operations (in the field and at corporate) and for our end customers, driving informed decision-making.
Facilitate business process design sessions, fostering alignment with modern technology solutions.
Align teams on design decisions and needs for new technical capabilities.
Develop robust plans to migrate/build reporting and dashboard capabilities to support users across domains.
Build training and change management plans to ensure smooth uneventful transition for the USCAN service organization.
Support execution teams with the resolution of roadblocks, risks, and inter-dependencies.
Collaborate closely with the field, remote technical teams, CSC, Channel Partners, and other stakeholders to ensure digital solutions are meeting regional needs.
Prioritize CRM and related application features continuously per the understanding and validation of regional customer problems and needs.
Drive data accuracy (SMAX -Installed Base, Customer and Contracts) and use of the system, as per Zone processes for efficiency and productivity.
Develops and implements best practices, processes, and templates across USCAN.
Strengthen adoption through centralized strategies and process digitization via RPA's, ensuring we remain at the forefront of innovation.
Qualifications :
Exceptional interpersonal skills and a proven record of accomplishment of leading successful digital CRM transformations.
Bachelor’s (preferred Masters) degree in engineering, biomedical instrumentation, operations, or project management.
At least 10 years of digital technology management or service operations experience in healthcare.
Experience with deploying CRMs within service regions, specifically Siebel and Service Max.
Demonstrated tendency to challenge the status quo and drive constant improvement in process and ability to achieve organizational goals business and stakeholder requirements.
Proven ability to effectively communicate across a distributed workforce.
Meticulous attention to detail with clear and concise documentation.
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GE HealthCare offers a great work environment, professional development, challenging careers, and competitive compensation. GE HealthCare is an Equal Opportunity Employer (https://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRights_10_20.pdf) . Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
GE HealthCare will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).
While GE HealthCare does not currently require U.S. employees to be vaccinated against COVID-19, some GE HealthCare customers have vaccination mandates that may apply to certain GE HealthCare employees.
Relocation Assistance Provided: Yes